Transforming Energy Management in Utilities: how to put your customers in control

The push for sustainable and efficient energy management has never been more critical. To thrive in this area, utilities must embark on a transformative journey that not only meets but exceeds customer expectations.

In this article, we explore 3 actionable strategies you can implement to empower your customers and drive a paradigm shift in energy management.

3 actionable strategies to empower your customers


Understand your customer’s needs

A deep understanding of your customer’s needs forms the foundation of any successful energy management strategy.

By investing in comprehensive customer profiling and data analytics you will gain insights into your customer’s consumption patterns, preferences, and behaviors.

This approach enables the development of customized solutions and services aligned with specific customer needs, fostering a sense of ownership and control.


Real-time empowerment through Smart Meter data

The emergence of smart metering technology marks a new era in energy management. Data insights will empower your customers to take control of their energy consumption, make informed decisions, and optimize usage.

Leveraging smart metering solutions provides them with the necessary tools to actively engage in the energy management process, including a user-friendly customer portal with market-led updates on price fluctuations and instant alerts.


Education and incentives as catalysts for change

Empowerment thrives on knowledge. Utilities play a pivotal role in educating their customers about energy conservation practices, the impact of their choices, and the benefits of adopting sustainable habits.

Initiatives such as DSRs (Demand Side Responses) or time-of-use pricing models can motivate customers, aligning incentives with sustainability goals for a win-win scenario. By creating a more informed and engaged customer base, utilities can promote the adoption of energy-efficient solutions.

How we can support you in this journey

A flexible CIS & CRM solution, coupled with data intelligence and visualization tools, like Itineris’ UMAX, enables you to efficiently gather and analyze customer data. This will provide you with valuable insights into your customers’ behaviors, preferences, and energy consumption patterns, allowing you to:

  • Launch new services quickly, tailored to your customer’s preferences and energy usage patterns.
  • Provide a user-friendly customer portal featuring highly customizable and configurable customer journeys, providing near real-time feedback on energy consumption and prices.
  • Develop omnichannel functionality for proactive issue notifications, personalized communication, and tailored recommendations, such as energy-saving tips.
  • Implement innovative strategies such as time-of-use pricing and DSRs, to incentivize your customers to embrace eco-friendly habits.

By customizing communication, addressing concerns promptly, and offering relevant information, utilities can enhance the overall customer experience and foster a sense of partnership in energy management.

UMAX by Itineris

UMAX is a flexible CRM & CIS solution , built on the powerful and secure Microsoft Dynamics 365 platform. This platform, known for its low-code and cloud-based nature, is seamlessly integrated with Microsoft Azure and incorporates robust toolsets, including Microsoft PowerBI. Moreover, Itineris’ data intelligence tools, which can be easily integrated with external systems, can help you achieve seamless and efficient data sharing and visualisation.

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